We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4282 results
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Decision Reference DRN-4787516
18 Jun 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4787516 The complaint Mr J has complained about a transfer of his Aviva Life and Pensions UK Limited (Aviva) personal pension to a small self-administered scheme (SSAS) in September 2014. Mr J’s SSAS was subsequently used to invest in a fractional ownership of overseas hotel property w... (10 pages)View decision -
Decision Reference DRN-3520661
20 Sep 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-3520661 The complaint Mr V complains Computershare Investor Services Plc acted against his wishes and sold a shareholding he’d accrued through his membership in an employee share scheme. What happened Mr V worked for a company I’ll refer to as E. Through Computershare, E offered it... (8 pages)View decision -
Decision Reference DRN7131856
25 Nov 2020 Marks & Spencer Financial Services plc Not upheldBanking and creditMrs F complains that goods and services she bought with credit provided by Marks & Spencer Financial Services Plc (MSFS) were misrepresented and of unsatisfactory quality. She asked MSFS to provide a refund under section 75 of the Consumer Credit Act 1974 (CCA) and she is unhappy with ... (8 pages)View decision -
Decision Reference DRN-5040345
17 Oct 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5040345 The complaint Mr C has complained about a transfer of his personal pension with The Prudential Assurance Company Limited (Prudential) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in November 2014. Mr C’s QROPS was invested in the Trafalgar Multi As... (18 pages)View decision -
Decision Reference DRN2140296
4 Jun 2020 Scottish Equitable Plc UpheldInvestment and pensionsMr W’s complaint is about the time taken to transfer his self-invested personal (SIPP) fromScottish Equitable plc (trading as Aegon and referred to as such throughout) to a new SIPPprovider and the delay in accessing his pension benefits, in particular his pension commencement lump sum (PC... (9 pages)View decision -
Decision Reference DRN-4909625
19 Feb 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4909625 The complaint Mr R complained about the advice he was given in relation to the transfer of benefits from a defined-benefit (DB) pension scheme to a self-invested personal pension (SIPP). Mr R says the information he received and the regulated advice he paid for was materiall... (10 pages)View decision -
Decision Reference DRN-5442511
31 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5442511 The complaint Mr R has complained about the transfer of his Phoenix Life Limited (Phoenix Life) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta (Harbour Pensions) on 3 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackm... (11 pages)View decision -
Decision Reference DRN-5266900
17 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5266900 The complaint The estate of Mr B has complained about a transfer of the late Mr B’s Scottish Equitable Plc trading as Aegon (‘Aegon’) pension policy to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in October 2014. Mr B’s QROPS was subsequently used to i... (10 pages)View decision -
Decision Reference DRN-4993083
13 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4993083 The complaint Mr B has complained about the transfer of his The Royal London Mutual Insurance Society Limited personal pension to a small self-administered scheme (“SSAS”) in May 2014. Mr B’s SSAS was subsequently used to invest in a commercial overseas property investment c... (9 pages)View decision -
Decision Reference DRN-3328874
22 Feb 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3328874 The complaint Ms A is unhappy a broker didn’t provide her with adequate information about entering into a conditional sale agreement with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). Ms A says she feels she was misled. Ms A is represented in ... (8 pages)View decision
